SATA

La noia ha estat molt simpatica i ens ha informat de totes les possibilitats tot i no donar-nos una solució

In October 2023 I had a flight canceled at Lisbon airport to Horta. They gave us some written instructions to book a hotel and keep the receipt in the name of SATA so that we would be reimbursed as quickly as possible. I did the entire procedure the next day. Today, almost six months later, without any contact from the company, I called customer service and was told that my process remains "under review" and "unfortunately" they do not have a phone number to contact directly the department responsible, only an email address that could send an "automatic reply", so, I'll need to wait for their response. So, people, don't buy the beautiful propaganda of a "company that aims for the well-being of its customer".

Total disaster. Our flight from LIS to PDL was delayed and then cancelled. No assistance provided, employees do not know anything. Avoid this airline at all costs.

I can't really understand how airline is still able to act so appaling to its customers. First we try to make order for the inflight meals to be that kind that the ones with problem with foods can eat them well in advance. I believe the first messages was sended 1.5 months before first flight. You ask detailed questions about the persons in question and why needed. And when answered there is no more messages from airline. So any sane person would assume that okay they have gone thru. Only to notice during flight that no they haven't gone thru. And now i get the joy to start it all pver to ask the meals for the back home flight. Lucky we were staying in san miguel more than 7 days so tjere was even tiny bit of hope but found out that that too can't be done. Atleast now we know it in advance.

And if some People are curious about the food requested they were gluten and wheat free for one person with coeliac and allergy for wheat ( in gluten free food there can still be tiny amounts of gluten because it suits for most of the people) and we were trying to either get rice free meal or make sure that the normal food didn't contain any rice since because one of use is unable to eat rice for foreseeable future which is result of medical procedure. That i could have understood to a point for not going thru, but if there are requested two meals for two very different kind of reasons and atleast the other is a onebrainer to be granted i would have assumed there would have been message that sorry we try to get the gluten free food on plane but we will not Grant the other. But instead we get total silence.

If it can be helped i will make sure to never fly with azores Airlines and make sure any of my friends will know and avoid it in the future. I mean your People didn't even acknowledge that you dropped the ball there at some point. And just tried to make the customer to feel like sorry to even be your customer.

But to give atleast some good feedback your inflight crew were great and total professionals. If only same could be said from your cistomer service

Our initial flight from JFK to PDL was canceled after our arrival at the airport. It was then rebooked for the following day with no assistance to help cover hotel costs or additional travel expenses by the gate agent. When attempting to contact the airline support number, we were informed that their customer support number is only available 8am to 8pm Ponta Delgada time. This resulted in no phone customer support being available for assistance. Our rebooked flight the following day was then delayed by an additional hour before departure. On our return flight from PDL to JFK, the flight was delayed by over an hour with no explanation whatsoever from the gate agent. Having flown many times prior with over a dozen airlines, this was one of the worst flight experiences I have ever experienced.

Edit: It has now been over 5 months since my initial request for reimbursement for hotels and EU mandated compensation for this delayed flight. I have yet to receive any communication from Azores despite the fact that they owe me over $1500 USD combined between these reimbursements and hotel stay incurred as part of the delay.

Do NOT book with this airline if at all possible.